Senior Customer Service Advisor

About the business:

Progress Rail Australia, a Caterpillar company, is one of the largest integrated and diversified suppliers of railroad and transit system products and services worldwide. Product technology, reliability and durability, along with aftermarket parts and service support, have been our keys to success.

About the role:

The Senior Customer Service Advisor role will focus on a high-level coordination of customer orders, quotations, non-conformance resolutions, warranty claims, and variation requests. This ensures service consistency, drives performance improvements, maintains open and proactive communication with Aurizon to meet evolving requirements. A key part of the role is fostering a trusted partnership by providing timely, commercially sound, and customer focused solutions that support both operational delivery and long-term business objectives.

Job tasks and responsibilities:

• Attend customer meetings as a first point of escalation or follow up for the customer and customer service team. If required, create reports to provide and update the customer in a professional and efficient manner.
• Key point of contact for customer escalations in the first instance. Work with the Customer Service Manager and/or Account Director to close out any issues or for further escalations.
• Provide mentoring and coaching to the Customer Service Officers, Aurizon specific but also across the wider Customer Service team to standardize processes where possible.
• Ensure NCN process is being followed and alignment to Cat audit requirements are being met and recorded.
• NCN KPI's created to open and close out NCN's within a timely manner – timeframes to be created.
• Targets customer DIFOT outcome as key deliverable.
• Ensures all request for quotes are completed within the acceptable timeframes as outlined by the Service Level Agreement (SLA).
• Ensures all variations are processed and submitted for approval within SLA timeframes.
• Understand what the issues are and create processes to ensure input and output (PRA and AZJ) are aligned and accurate.
• Review contract with lead times and follow up on the overdue orders report.
• Report on outstanding core and follow up with the customer as aligned to the contractual arrangements.

About you:

• Confident in leading an interface for PRA Customer Service Officers and Aurizon for all service-related matters, ensuring excellent customer experience and alignment with contract expectations
• Be able to manage complex service requests, non-conformances notifications, warranty claims, and variation submissions to ensure resolution within agreed SLA's
• Capable in driving a proactive communication across internal teams – warehouse, engineering, demand and revenue – to align delivery schedules and support Aurizon's operational needs
• Can prepare and deliver detailed quotes and proposals tailored to Aurizon's commercial framework
• Monitor and report on key service metrics, delivery schedules and customer performance indicators, ensuring proactive management of risk and opportunities
• Competent to identify and implement process improvements in coordination with internal stakeholders to enhance service delivery and responsiveness
• Significant experience in a senior customer service or account management role, preferable within rail, logistics or manufacturing
• Can demonstrate success in managing high-value or strategic customer accounts
• Proficiency in Microsoft Excel, ERP systems (AX or D365), and business intelligence tools (e.g. Power BI)

What we offer:

• Opportunities for growth and career development.
• Access to mentoring programs.
• Novated leasing and discounts on selected health insurance funds, gyms, vehicles and more.
• Travel Account for discounts on hotels, hire vehicles and flights.
• Supportive team environment

About Our Process

At Progress Rail, we are committed to employing individuals who align with our Values and meet the requirements of the role. As part of the recruitment process, there are a number of checks which may be conducted for a role including police / criminal background checks, medical, drug and alcohol testing and/or reference checks.

If you are ready for a new opportunity and would like to join a growing team in a stable industry, please apply.

We look forward to hearing from you